Website trouble FAQ

Last Updated: Aug 11, 2015 12:04PM PDT

While making changes or adding content to your website, there are a number of problems that can arise, usually caused by typos or formatting issues. While these issues may often seem severe, they can usually be fixed easily. If you press Save or Preview inside the Custom HTML or CSS editing panel and notice an issue, you can fix it by reverting changes made to your website. The undo command in your browser's menu can also be used to step backwards through changes you've made. Some common issues and their solutions are outlined below.

This can happen when there is an unclosed HTML tag somewhere in your website. When there's an unclosed HTML tag inside a project, everything after the project content (including the footer and thumbnails) get placed into the project content area. This issue often isn't apparent until the next page or project is loaded, and the thumbnails get removed from the browser window along with the previous project.

To fix this issue, look through your projects and pages (specifically your start page) and make sure all of your <div> tags have a corresponding </div> , each <p> has a corresponding </p> , <iframe></iframe>, etc.

This can happen when there is an unclosed HTML tag somewhere in your Custom HTML area, usually a script, iframe, or HTML comment.

To fix this issue, make sure all of your HTML tags are formatted correctly. For HTML comments: each <!-- requires a -->, each <script> tag for a javascript intervention requires a corresponding </script>, and so on.

The showing and hiding of the loading animation is controlled by a script in conjunction with styles in your website's CSS. If it is displaying continuously then there is likely a formatting issue somewhere in your CSS that is causing your elements to become un-styled. Check your CSS for missing curly brackets, extra brackets, unclosed comments, or missing semicolons. This w3schools article is a good reference for formatting.

Check to make sure that the iframe embed you're using from Vimeo or Youtube is correctly formatted. If you’re using the Cargo video player, make sure the movie file is encoded with H264 video and AAC audio. See this article for further information: Adding video to your site.

If you are using Cargo's video player , check your video's filename and URL for accents or non-Roman characters ( é, ø, ü, 木 , etc). Videos which use special characters inside their filename may not display consistently across browsers, or at all.

If you are using Quicktime Pro to export your video, choose "Fast Start" in the "Prepare for Internet Streaming" options.

Issues with uploading images can have a number of causes. Use this list to see if one of these steps fixes your issue.

1. The image may be too large. Cargo has an upload limit of 12 megabytes per file.
2. Ensure that your images are correctly formatted. The image uploader accepts .png , .jpg , and .gif files. Using Adobe Photoshop / Illustrator’s “Save for Web” feature is recommend to ensure that your images are ready for the web. See also this Knowledge Base article: Image formatting guide.
3. Clear your browser’s cache, and reload your admin panel to restart your session.
4. Upgrade to the latest version of your web browser, or attempt it again with an alternate browser.
5. If you have access to a different ISP or network — home, office, university, café — try uploading your images with that network instead. Additionally, proxies and firewalls may cause issues. Try turning them off temporarily and attempt to upload your image again.

If you have a personal domain active and the domain you're using for it expires, you will be unable to reach your website. You can unlink your personal domain from your website through this form: Deactivate personal domain.

You can reset your design's CSS and Display Options by switching to a new design, and then switching back to your desired design. This can be done inside the Settings area of your admin panel: Customization tools → Switch Designs

Your Custom HTML and uploaded contents will not be changed or removed when switching designs. If you want to reset your Custom HTML, delete everything inside it and replace it with this line: